PayPal Customer Solutions Teammate Pooling NA Consumer 

Philippines, Muntinlupa 

970422629

• Confidently answer contacts, through multiple channels (i.e.. Phone, Email, Chat), from customers our company’s products and services.
• Proactively guide and address customer questions throughout entire contact regarding but not limited to; PayPal Products, Services, Buttons, Shipping Labels, Marketing Promotions, PayPal Here, Digital Coupons, Invoices and simple Integration Support.
• Champion the customer’s issues and work on their behalf to achieve resolution to queries real time and build long term loyalty and value.
• Adhere to guidelines for account confidentiality and maintain the privacy and security of all PayPal customers.
• Take a dynamic approach with customers, research inquiries using appropriate technology, reach a complete and accurate resolution while addressing future business needs to prevent customer recontacts.
• Recommend alternatives to achieve mutually beneficial outcomes and to deepen the customers’ understanding about features and benefits of PayPal products in order to improve their satisfaction and expand their relationship with PayPal
• Balance the needs of the customer and business while driving loyalty and long-term value
• Escalate customer contacts as necessary. Forward customer feedback regarding feature requests, product gaps, policy and/or process pain points.
• Own your own learning and work to develop skills through all knowledge channels about PayPal's business, new features, products and services.
• Conduct occasional outbound contacts to deliver consumer and merchant education via telephone, email orchat. Ensurenew consumers and merchants acknowledge general PayPal related policies and processes and facilitate them to activate transactions.
• Develop and maintain cross functional proficiency within selected departments, including buyer product information, Compliance and Risk Operations.

Qualifications:

• At least 2 years Customer Service Experience – ideally with fintech/financial services/tech and product background +upselling/cross-selling/sales
• Preferred experience in blended complex programs both with voice and non-voice
• Strong analytical and problem-solving skills / strong knowledge in own metrics and meeting performance targets
• Resilient, high on empathy, professional maturity, integrity, customer focus, and adaptability
• Collaborating with leaders to implement strategy and process improvement
• Independent / Self-management [non handholding] / works with less supervision
• This is a full-time position in a Contact Centre, including scheduling on weekends and statutory holidays. Shifts may vary, ranging from early morning, midday, afternoon, evening, and overnight shifts.